Master These Omnichannel Management Strategies to Boost Workforce Optimization
With numerous channels at their disposal around the clock, the average customer journey no longer adheres to one predictable path. Thus, as companies evolve to satisfy demand, they have begun to adopt new technologies and strategies that enable them ... Read More
On the Road to Key Account Management, Customer Journey Maps Pave the Path
Prior to the introduction of social media and smartphones, the customer journey was typically linear. Consumers often traveled from the top of funnel to the point of sale with nary a detour. But, now that there are numerous inlets for onboarding, lea... Read More
It’s Not as Easy to Do Business With You as You’d Like to Think It Is
Your executive team is committed to customer experience (CX) success. On paper, your customer journey map looks strong. But that doesn’t mean your organization is easy to do business with.
The proliferation of new channels and touchpoints brings e... Read More
Is Your Communications Customer Experience Digital Enough for Young Consumers?
Millennial and Gen Zers expects businesses to be responsive and relevant, according to “The Digital Lives of Millennials and Gen Z.” The study, conducted by LivePerson, surveyed more than 4,000 people ages 18 to 34 from Australia, France, Germany... Read More
Adopting CX Technologies That Maximize Enterprisewide Efficiency
Despite constant advancements within the technology space, companies often struggle to adopt the latest tools as they become available. Implementation isn’t just costly—it’s also confusing. Leaders might claim their organization remains on the ... Read More
Keep the Lines of CX Communication Open
What’s in it for me? That’s the question key stakeholders will ask as you build your customer experience management (CEM) roadmap.
What they’re really asking is:
How will they or their team benefit?
What will they be expected to do d... Read More
Focus on Outcomes to Deliver an Outstanding Customer Experience
Customer experience. It’s the key to any successful business, and that’s not changing anytime soon. Putting the customer first and providing seamless service are table stakes across industries, but nowhere are they more prevalent than among busin... Read More
The Value of Being an Energized Organization
One of the attributes of Best in Class organizations that has always interested me is their ability to focus their energies so enthusiastically on being customer centric. I often find this is further enhanced by their ability to “walk the talk,” ... Read More
Stay up to date on the latest in CX. Sign up for our email alerts and monthly newsletter.
